Senior Desktop Support Analyst

About the role

The Senior Desktop Support Analyst is an experienced member of the Technical Support team with a keen interest in supporting endpoint devices and applications. This role involves mentoring junior team members, troubleshooting technical issues, and ensuring Service Level Agreements (SLAs) are met for technical support incidents and service requests.

Responsibilities

• Troubleshoot and resolve technical issues related to desktops, laptops, printers, mobile devices, audio/video equipment, and peripheral equipment at various locations, both in-person and remotely.
• Serve as the primary assignee for problem tickets created and assigned to the Technical Services team.
• Proactively identify, analyze, and resolve the root causes of IT incidents to improve service reliability and reduce recurring issues.
• Review change tickets for accuracy and participate in troubleshooting tasks for computer hardware, applications, printers, and peripheral devices.
• Maintain accurate records for equipment and software applications through timely updates of ITSM and ITAM repositories.
• Support the lifecycle management of end-user hardware, software applications, and audio/video (A/V) components, including design, installation, and maintenance.
• Perform routine maintenance, cleanliness, and repair of all A/V equipment.
• Use Microsoft administration tools (InTune, Entra, Teams Administration Center, Teams Rooms Pro portal, and Active Directory) to configure and maintain devices, compliance policies, scripts, and imaging settings.
• Prepare software packages for deployment using Microsoft Intune and other automation tools.
• Review and resolve issues causing non-compliant hardware or software installation failures.
• Develop documentation for system changes in accordance with change management policies.
• Diagnose and resolve technical issues with A/V systems, including connectivity troubleshooting and routine maintenance.
• Set up, maintain, and troubleshoot Apple macOS, iOS, iPadOS, and Teams Voice devices.
• Prepare accurate and timely change requests for configuration, hardware, and software updates.
• Contribute to process improvement initiatives by identifying common issues and suggesting solutions.
• Lead technology deployment projects such as hardware refreshes, software updates, and system migrations.
• Provide quick responses and resolutions to customer requests, ensuring high satisfaction and adherence to SLAs.
• Assist users with complex and time-consuming technical problems related to hardware, network, software, conference room equipment, and telecommunications devices.
• Coordinate with hiring managers on computer and workstation installations for new hires or transfers.
• Support office and workstation setups and relocations, ensuring proper equipment and network connectivity.
• Follow and contribute to the published knowledge base for IT support.
• Provide training and support to IT Help Desk team members and IT Asset Management Interns.
• Communicate upcoming changes and address questions from the IT Help Desk on outstanding issues.
• Suggest improvements to policies, procedures, hardware, and software to reduce incidents and enhance the employee experience.
• Act as a change agent to improve IT Service and Asset Management program maturity.
• Provide on-call support for the Technical Services team.
• Support architecture review processes when hardware or software administration expertise is needed.
• Self-manage assigned project tasks, report status, and provide performance metrics, issues, and recommendations.

Requirements

• Associate’s degree in Information Technology or equivalent work experience.
• 4–5 years of experience in Infrastructure Technology and Technical Support.
• Cisco Certified Entry Networking Technician (CCENT) or equivalent, or Microsoft Certified Technical certification preferred.

Skills

• Experience in end-user support in a help desk or equivalent role.
• Demonstrated analytical and problem-solving skills.
• Strong verbal, written, and technical diagramming skills.

Benefits

• 21.5 days of annual time off (accrued per pay period).
• 2 weeks of paid caregiver leave.
• 2.5 weeks of paid new child parental leave.
• 2 days of paid volunteer time.
• 10 paid holidays (including your birthday).
• 401k company match of up to 5%, plus approximately 4% discretionary match.
• Variable bonus reward.
• Competitive medical, dental, and vision plans, including domestic partner eligibility.
• Employee Assistance Program.

All employees must possess valid work authorization to work for UWCU on the date of hire. UWCU does not provide immigration sponsorship or support for employment authorization.